Designing for quality across the customer experience

Challenge

BPCE’s digital factory (89C3) had just defined an ambitious delivery program with the goal of launching six to ten projects from initial research all the way to MVP. Looking at their B2B offering, Hiveworks was tasked with owning the full UX/ UI design and research streams of work to rapidly deliver customer-focused solutions that could be deployed across the diverse entities of their group.

Insight

In looking at the organisation, we would need to focus on two areas.  First, we needed to create a culture and appreciation of user-centered design within the program that would attract the best talent from the fields of UX/UI and research.  Second, we would need to find a way to bring the design team together with BPCE experts. Some of the organisation’s experts were based in local branches across the country, meaning we would need to find ways to make the most of the time they could spend with the design teams.

Approach

We used a number of methods that included co-locating a team of researchers, UX and UI designers within BPCE to develop user centric solutions together with BPCE Product Owners and development teams. We also established design sprints based on design thinking and agile methods. We facilitated a ‘design week’ and engaged with more than 180 retail bank team members from across all business lines and regions on our priority projects. To validate solutions, we conducted user testing in different regions.

Result

Six MVPs were tested and launched which covered a variety of areas such as: KYC, Payment security and bank digital access. All six MVPs met the user needs as well as the business objectives and were also adaptable across BPCE’s group of entities. The team structure that Hiveworks created within the BPCE group is still ongoing.

We’re always ready to take on our next challenge

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